I got hacked on May 25th, 2011. My reference number was originally 1154996412. The hackers used all 440 of my Microsoft points- then they used my credit card and bought a pack of 4000 Microsoft points ($49.99) and a pack of 1600 Microsoft points ($19.99). They used the points to buy premium gold jumbos (240 points each)--- 8 times, and 1 premium gold pack (120 points).
I had 10 points leftover.
They $49.99 got credited back automatically. But over the course of May, June, July, and August I've been fighting to get back what was stolen. I've been completely cooperative and patient and dealt with my account being under investigation multiple times. Through out this process, I got two more reference numbers: 1156337108, and most recently, 1160373923 .
The most disturbing part of all this is that on July 19th, I noticed that my last 10 Microsoft points were gone. I called and asked, and they said they got rid of them so when they credit back all my Microsoft points, it would be an even 450? I didn't really understand but I took the representatives word for it, and at least he understood the situation.
Then somehow over the next month, instead of the situation being, "Hello sir, we're working hard to get back your lost points," it became, "So we're investigating on whether or not you really had points stolen from your account, and we can't find any evidence."
Seriously?? You JUST took the last 10 out of my account for the sake of some plan you had, and now that it's in someone else's hands, you people can't keep well enough track to finish what you start??
How in the world is this okay?? If I could access my ENTIRE Microsoft points history (it only shows me back through September 2010), I'd sit down myself and track EVERY point for as far back as my account has existed, since you all apparently can't? But that's ridiculous and I KNOW you have the capability to do so!
I've kept up to date on telling and retelling the same story to every new rep, and everyone understood that I had points I needed to get back. Everyone was on board, now in this last month, all of a sudden I'm being doubted, when I know you have the resources to see how many points I had back in May before I was hacked!
How hard is that?? Look at how many points I had before I got hacked, and give me those points back! This is absolutely INSANE!!
The fact that you can only blindly follow a computer that says, "This investigation is over" rather than listening to a cooperative PAYING customer who was taken advantage of, by NO fault of my own, is simply disgusting. YOU'RE security issues and lack of protection cost ME a WHOLE lot of time, aggravation, stress, and most importantly, money!
I need assistance with this matter, and I certainly need to know why you, or your investigation team or whoever, is refusing to look at my account, look at it from the day it was created, and TRACK my points!! You'll see I had 440 points before I was hacked! Knowing this, what justification can you have for not helping me???? It's too much work to figure out what charges were fraudulent and what weren't?? If someone bought 8 memberships, OBVIOUSLY that wasn't me!!
I'm furious and extremely disappointed and I don't deserve to be pushed aside just because some people don't want to do the necessary work!